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Daskel
Contributor I
Feb 9, 2018 7:07 PM UTC

Sonos One not waking to "Alexa"

I have been using my Sonos One regularly for many months. The devices have stopped waking to the Alexa wake up work a few days ago. I have restarted the devices, updated the controller, disable/enabled Alexa skill and rediscovered devices. The device is showing correctly in all apps (Sonos + Alexa) and can be controlled fine through the app. There just isn't any voice recognition. Ideas?
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13 replies

Scouser
Contributor I
Feb 9, 2018 7:21 PM UTC
Strangely, after having worked fine since I bought it at Xmas, Alexa was struggling to work for me today too! I'd have to shout out ALEXA for it to wake. My music was at the same level as it normally is and still nothing!

Has there been a recent FW update? If so, does it auto update?
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DaskelAuthor
Contributor I
Feb 9, 2018 7:25 PM UTC
Firmware updates are pushed to the devices when the mobile app or desktop controller are updated. New updates are frequently available (seems like every other week)
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    Scouser
    Contributor I
    Feb 9, 2018 7:31 PM UTC
    Firmware updates are pushed to the devices when the mobile app or desktop controller are updated. New updates are frequently available (seems like every other week)

    Thanks Daskel. That may well explain it I hope. Hopefully a new FW will be released soon.
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    Keith N
    Keith N
    Sonos Staff
    Feb 14, 2018 11:13 PM UTC
    Hi there, everyone. Thanks for posting about this. Are you still having problems with this? If so, please give our support technicians a call so we can troubleshoot this with you in real time. Thanks!
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      Scouser
      Contributor I
      Feb 15, 2018 11:34 AM UTC
      Hi there, everyone. Thanks for posting about this. Are you still having problems with this? If so, please give our support technicians a call so we can troubleshoot this with you in real time. Thanks!

      Hi Keith, thanks for your reply and offer for help. Do you have a UK number I can call on please?
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      Keith N
      Keith N
      Sonos Staff
      Feb 15, 2018 7:25 PM UTC
      No worries at all. Call us on 0800 026 1526

      We are available Monday through Friday 9am - 5pm.
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      chris4x4
      chris4x4
      Trending Lyricist II
      Feb 17, 2018 5:50 AM UTC
      Hi there, everyone. Thanks for posting about this. Are you still having problems with this? If so, please give our support technicians a call so we can troubleshoot this with you in real time. Thanks!

      I'm having the same issues. What time zone are you?
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      UKMedia
      UKMedia
      Feb 18, 2018 8:38 AM UTC
      Hi there, everyone. Thanks for posting about this. Are you still having problems with this? If so, please give our support technicians a call so we can troubleshoot this with you in real time. Thanks!

      I'm having the same issues. What time zone are you?

      Can you just check that the small white round light is still displayed on the top of the Sonos One? If not, then the Mic has been turned off accidentally; just touch the Mic symbol again to toggle back on.
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      Remember: Sometimes Red Wine helps :)
      chris4x4
      chris4x4
      Trending Lyricist II
      Feb 18, 2018 6:11 PM UTC
      Hi there, everyone. Thanks for posting about this. Are you still having problems with this? If so, please give our support technicians a call so we can troubleshoot this with you in real time. Thanks!

      I'm having the same issues. What time zone are you?

      Can you just check that the small white round light is still displayed on the top of the Sonos One? If not, then the Mic has been turned off accidentally; just touch the Mic symbol again to toggle back on.

      That's the first thing I check. My solution was to turn the mic off, wait a few seconds, then turn it on again. This seems to have helped, and things are close to as they were.
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      Keith N
      Keith N
      Sonos Staff
      Feb 20, 2018 6:28 PM UTC
      Hi there, chris4x4. I'm based out of Sonos HQ in Santa Barbara, CA. While I'm not available for a phone conversation directly, we have friendly support technicians available all over the world who can work with you to get to the bottom of it. 😃
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